HDI-CSR (Customer Service Representative) Practice Test – Flashcards
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Recognizing that a customer's psychological needs must be met when resolving incidents is called?
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Customer Call Differentiating
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What is the best way to minimize conflict with a customer?
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Remain friendly towards the customer.
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A talkative customer can result in extended call times. What is the best practice for disengaging from a customer?
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Recap the customer's actions.
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Which situation is most appropriate for an escalation?
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You have exhausted all available resources.
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What is the best way to handle calls related to non-supported items?
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Advise the customer of other means of getting assistance.
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What is the most important reason for providing status updates to customers?
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Customers need to know when they can get back to work.
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What is a best practice for documenting cases or incidents?
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Use correct punctuation.
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What is a best practice for building positive working relationships with others groups in the support center?
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Share your knowledge and expertise.
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What is the best reason for matching the communication style of your customer?
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Matching the communication style of your customer increases customer satisfaction.
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What is the best reason for demonstrating confidence?
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Demonstrating confidence puts you in control of calls.
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What is the best description of paraphrasing?
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Paraphrasing is using your own words to confirm your understanding of what the customer has said.
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You have asked a customer to reboot his or her computer. What is the best way to use silent time?
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Review the call history.
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What information should be documented for every case or incident?
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All information pertaining to attempted and successful resolutions.
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What is the best reason for logging all incidents?
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Logging incidents provides information that can be reused.
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What is the most likely benefit of recording all incidents?
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Recording all incidents allows the support center to be proactive.
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You have just received a customer call, but there are other team members laughing and joking in your area. What is the best course of action?
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Ask your team members to please quiet down before answering the phone.
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What is the best reason for having security policies in the support center?
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Security policies protect the company and its customers.
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What is the best example of active listening?
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Taking notes while you talk to the customer.
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What is the purpose of asking open-ended questions?
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Open-ended questions attempt to obtain elaboration or narrative.
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Which message follows best practices for writing business e-mails?
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Dear Sarah, we have completed the work you requested on Mr. Smith's printer. The printer cartridge was out of ink and has been replaced. It is now working properly. If there is anything else we can do for you, please contact the support center at extension 4357. Thank you.
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What is the best reason for empathizing with a customer?
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Empathizing with a customer lets the customer know that you understand how he or she feels.
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What action should be avoided when documenting incidents?
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Recording customer emotions.
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What is the best example of an open-ended question?
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Describe the steps you have taken to resolve the incident so far.
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A customer with an important presentation to give in one-hour is upset because a document will not print. You ask the customer question about the incident, but the customer keeps talking about what will happen if the document is not available. What should you do to get the customer to refocus on the incident?
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Allow the customer to vent.
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What is an important benefit of active listening?
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Active listening improves the quality of incident analysis.
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A customer calls because she is having trouble accessing the Internet. The customer is angry that this incident keeps recurring and begins to complain about the network team. What is your best way to respond to the customer?
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Empathize with the customer before addressing the incident.
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What is the best way to magic a customer's communication style?
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Use the same level of terminology as the customer.
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When is it most appropriate to escalate incidents to a supervisor?
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Escalate an incident if the incident has a high business or financial impact.
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What is the best description of a team?
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A team is a group of people working as one unit.
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What is the most likely benefit of asking closed-ended questions?
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Asking closed-ended questions allows you to obtain specific information.
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What is a best practice to follow when closing a customer case?
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Send the customer a written confirmation of the customer case closure through e-mail.
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Which is the best reason for using a standard greeting when answering telephone calls?
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Promotes the image of the support center.
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What is the most important benefit of active listening?
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Active listening improves the quality and details of call documentation.
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What is a best practice for obtaining assistance when supporting a customer whose primary language is different than yours?
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Obtain assistance when frustration levels are increasing.
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What action should be "AVOIDED" when helping a customer on the phone?
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Requesting that the customer repeat documented information.
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What is the best practice for effectively managing your time?
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Familiarize yourself with the time it takes to complete routine tasks.
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Which is a likely cause of work-related stress?
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Lacking knowledge and training.
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Which is the best reason for using a standard greeting when answering telephone calls?
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Promotes the image of the support center.
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If the customer is apologetic and seems very concerned about how you will respond to their question, what competency level is S/he at?
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Unconscious Incompetence
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If the customer briefly describes his/her problem and then tells you what the fix should be, what level is S/he at?
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Conscious Competence
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If a customer does some troubleshooting and even looks into documentation before they call, what level are they?
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Unconscious Competence
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If a customer ask, "How do I start this application?" what level is S/he at?
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Conscious Incompetence
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What percentage of customer satisfaction consists of meeting the customer's psychological needs?
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Seventy-five percent (75%) of customer satisfaction consists of meeting the customer's psychological needs.
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What percentage of customer satisfaction consists of meeting the customer's business needs and providing service and support?
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Only Twenty-five percent (25%) of customer satisfaction consists of meeting the customer's business needs and providing service and support.
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What is Customer Competency?
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The customer's ability to understand and perform a task.
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What are the Four Customer Competency levels?
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Unconscious Incompetence Conscious Incompetence Conscious Competence Unconscious Competence
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What is a procedure?
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A procedure is a documented set of steps required to produce a desired result.
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What is Quality Assurance?
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A systematic way of ensuring that all the activities necessary to design, develop, and implement services that satisfy the requirements of the organization and of customers take place as planned.
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What are three major components of Emotional Intelligence?
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Self-Awareness Emotional Management of Self of Others Emotional Connection
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An emotional hi-jack occurs when?
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There is a perceived threat, whether it is real or imagined, from a situation or person.
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What is Total contact ownership?
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A best practice procedure that dictates that the customer service representative who takes the initial customer service request or incident will continue to work on the request and follow up with the customer until that issue is resolved to the customer's satisfaction.
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What is the primary reason for implementing total contact ownership?
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To ensure customer service satisfaction and the ability to deliver on promised service levels.
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What are the benefits of using cross-selling and up-selling techniques?
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An increase in sales volume and customer loyalty.
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A serious incident has occurred. The solution team assigned to the incident is unable to resolve it within the agreed-upon time frame. The incident is escalated to the incident manager. What type of escalation is this?
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Hierarchical Escalation
